Ticket transcripts

When a transcript is saved

A transcript is written when a ticket closes - from the close button, /ticket close, a close countdown or the dashboard - and staff can also generate one for any ticket from the dashboard ticket list. Generating again for the same ticket overwrites the earlier copy rather than adding a second one.

Web transcripts is the master switch on the Tickets configuration page and is on by default. Turning it off means no transcript is produced at all: no web page, no HTML file in the log channel and no DM copy.

What is stored

The bot reads the ticket channel from the newest message backwards, up to 1,000 messages, and keeps a plain-text copy alongside the structured one.

Per message

Author ID, display name and avatar link, the text, the time it was sent, and a link to each attachment.

Per ticket

Ticket ID, who opened it, who closed it, the close reason and the message count.

Attachments

Links to Discord's own copy, not a download. Those links are signed and expire, so an image can later show as "no longer available" even though the message text is intact.

Save images in transcripts

Off by default. Turn it on and the bot also keeps its own copy of each attachment as a backstop, up to 50 MB per file.

Mentions

Channel, role and member names are captured at close time so they still read correctly months later.

Where it goes

Web page

Every transcript has a page on the site, linked from the dashboard and from the "View Transcript" button.

Log channel

A summary with the same button is posted to the transcript channel, or the ticket log channel if no transcript channel is set. The full transcript is attached as an .html file when it is under 7 MB.

DM to the opener

On by default (the "DM transcript" toggle). The person who opened the ticket gets the close reason, the message count, the .html file and the web link.

Download

Any transcript you can view can be downloaded as a standalone .html file, and the offline viewer on the site renders a saved file without uploading it anywhere.

Who can open a transcript

Transcript pages need a Discord login, and the check is made against the live server at the moment you open it, not against a cached member list.

The person who opened the ticket

Always, for their own tickets.

The server owner

Always.

Members with Administrator

Anyone who can open the server on the dashboard.

Noxyr's operators

For support.

Staff roles without Administrator cannot open the web page. They can still read the .html file the bot posts to the log channel, which is the intended path for support teams.

Retention and deletion

Transcripts are kept until they are removed; there is no automatic expiry. Saved image copies live with the transcript. Discord attachment links inside a transcript expire on Discord's schedule, which is outside the bot's control.

There is currently no delete button for a single transcript on the dashboard. "Delete my data" in the account menu removes your login and support records but does not remove transcripts, because they belong to the server. To have one removed, contact support with the ticket ID.